Dialer Compliance Guide
As a call center professional, you know the difficulty that goes into choosing the right systems and solutions for your business. As call center professionals ourselves, we know you work hard to identify the right software for the projects that your teams are taking on and we understand that regulations can make it tough to find the right solution. We also know that it’s hard to find a list of the right questions to ask and the different features you need to consider when searching for the right system. To help call center professionals, CallShaper has created a new COMPREHENSIVE [...]
Customer Spotlight: Telepoint Communications
Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. This month, we spoke with Alberto Riccelli, Chief Operations Officer at Telepoint Communications, Inc. What does Telepoint Communications do? Telepoint is a call center that focuses primarily on Market Research, Settlement Administration and Customer Service How long have you been using CallShaper? We have been using CallShaper for about 1 year. How do you use CallShaper? We use CallShaper for all of our inbound and outbound calls. For inbound calling, we use [...]
How Good is Your Training? The Importance of Scorecards
Operating a business or a campaign using a call center means that, by nature, your business does not have a face. But it does have a voice, and that voice is the agents who are making and answering calls and speaking to customers. Indeed, you could be offering the most highly sought-after product in the world—but if your agents don’t know how to sell it properly, you won’t move a single unit. That’s why proper and effective training is so key. Your agents must not only be fluent in top selling points but also know how to keep a [...]
CallShaper FAQs: Does CallShaper have online scripting?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper have online scripting available? Yes! CallShaper has a dynamic scripting interface that is easy to edit and adjust as needed. Instead of relying on your agents to remember every single thing they need to know and do over the course of a call, scripting allows you to create a route for them to follow that ensures they will ask the right questions, collect the right information and provide all the key selling points on every call, helping them [...]
3 Ways a Lengthy Call History Strengthens Campaigns
Depending on the number of agents you employ, the size of your campaign and the target markets, there are likely hundreds of calls happening every day. It is impossible for supervisors to monitor this many calls in real time but knowing what is going on during these calls can provide information that may prove crucial to strengthening your campaign in the long run. The solution: Keeping a lengthy call history (assuming that permission to record is obtained with each call) so that supervisors can go back and mine past calls for helpful data. This can be helpful in a [...]
Customer Spotlight: HealthyBOS
Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. First up, we spoke with Tammy Bishop, President of HealthyBOS. What does HealthyBOS do? We provide back office services (like data entry, insurance verification and testing results) for healthcare providers. How long have you been using CallShaper? For five years. How do you use CallShaper? We use it for agent management and outbound calling. We also track our pay time and staff KPIs through the platform. What is your favorite [...]
5 Ways Supervisors Can Oversee in Real Time
CallShaper’s cloud-based platform allows for all members of a team or campaign to be located in different parts of the world while still doing their jobs successfully—and that includes supervisors. While in years past a supervisor’s job may have involved peeking their head out of their office or taking walks around a sales floor, the supervisor interface with CallShaper allows the person in this key role to do all that and more without ever getting up from their computer. Here, five ways that supervisors can oversee and assist their teams in real time. Chat: This simple feature allows for [...]
CallShaper FAQs: What dialing modes does CallShaper have?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: What are the different dialing modes you can use with CallShaper? CallShaper offers four different dialing modes, all of which are available for every single CallShaper customer: Manual, preview, progressive, and predictive. Manual dialing is the most basic mode. As it sounds, this method involves the agents physically dialing phone numbers. Manual dialing is typically used for smaller campaigns and can also be useful for dialing wireless numbers for which express written consent has not been obtained. Ideal for business-to-business [...]
Why Rebuttals Are the Key to Maximizing Sales
CallShaper’s dynamic scripting interface includes a variety of features that make your agents’ jobs exponentially easier. Pre-filled forms allow them to move quickly through introductions and straight to the point of the call. Drop-down menus and checklists limit wait time for typing and move the call forward. Supervisor chat and transfer features make it easy to consult the supervisor or transfer a call to him or her while limiting any downtime on the call. And then there are rebuttals. While rebuttals are just one of many components of the scripting on CallShaper, they are crucial to optimizing your agents’ [...]
CallShaper FAQs: Can I transfer calls with CallShaper?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: How does call transferring work with CallShaper? There are two ways agents are able to transfer calls within the CallShaper platform. The first way is a warm/attended transfer. An agent can use a warm/attended transfer when they have been speaking with a customer up to a point at which they need to transfer the customer to a supervisor or a different specialist. In this case, the agent would connect their colleague into the call, introduce the customer to that person [...]
Diving into Webhooks
CallShaper’s dynamic scripting offers a variety of features that make conversions easier for your agents to make. Features like pre-filled forms, rebuttals, frequently asked questions, supervisor chat, transfer and window tabs improve your agents’ ability to do their jobs confidently, consistently, and up to the company’s standards. Meanwhile, CallShaper’s ability to integrate its platform and scripting interface with other apps that your company uses will also help streamline processes. And one of the ways that CallShaper is streamlining integration through its dynamic scripting features is with the use of webhooks. Webhooks are ways that the CallShaper platform can communicate [...]
The Perks of CallShaper’s Predictive Dialer
CallShaper offers four different dialing modes: manual, preview, progressive and predictive. And while there are teams and campaigns for which each dialer will be ideal, the dialing mode that helps CallShaper rise above the rest is the predictive dialer. The predictive dialer utilizes statistical algorithms and our industry-leading software to maximize the number of calls your team is able to make per day. It takes into account how many agents are on your team, the size of your lead pool, the frequency at which calls are being answered and all of the state and federal regulations that apply to [...]
The Four Questions to Ask Before Choosing a Dialer
When you’re trying to decide what kind of dialing software will be right for your business, there are four key questions to ask that will should a role in your decision-making process. 1) Is your business growing? Whether or not you anticipate your business’s needs changing in the near future should play a role in the type of dialer you choose. Some software solutions offer different levels of service or a different breadth of features depending on the size of your business, with different price points attached to each. But if you foresee your business growing, the last thing [...]
Why You Should Employ Multiple Touch Points
Even if it is the backbone of your campaign, sometimes calling your leads is not enough. With so many different modes of communication available today, there are likely people on your list who will respond better to other contact methods. And just because you are running a call center, that does not mean your agents can’t leave voicemails, send emails and shoot off text messages. As long as you have the proper permissions from your potential customers regarding appropriate and approved methods of communication, finding the right touch point might be enough to turn a lead into customer. It’s [...]
4 Reasons Dialing Software is Worth the Investment
No matter the nature of your business, budgets can be fickle and difficult to determine. Choosing whether to invest in equipment, personnel, advertising, or technology can have lasting effects on the success of your business. If your model requires the use of a call center, a good dialing software is worth the investment. Here are four reasons why. 1) It maximizes contacts. A dialing software will offer options like automatic or predictive dialers, which adjust the speed at which leads are dialed and the number of leads that are dialed at a time based on how many agents are [...]